Job Description
We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers’ success.
YOUR ROLE WILL CONSIST OF:
Handling technical requests via web and on call support channels.
Investigating network/connectivity issues for customers
Investigating infrastructure issues using technical knowledge and dashboards in Datadog
Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
Submitting bug reports to the Engineering team for problems needing attention.
Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a Subject Matter Expert on key topics to the rest of the support team.
Contributing to internal and external knowledge bases.
Participating in internal projects to improve processes and tools.
REQUIREMENTS:
Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
Experience with web development, REST APIs, and database management.
At least 5 years of experience in technical customer support or direct engineering experience. Ideally working with SaaS enterprise software.
Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
Experience with SQL
Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
Excellent spoken and written English skills..
Ability to work in an on-call rotation.
NICE TO HAVE:
Basic familiarity with iOS & Android platforms.
Experience supporting open-source projects & their GitHub communities.
Experience with troubleshooting network or infrastructure issues
Experience with Datadog; Docker; Git; AWS/Azure/ GCP; Kubernetes
Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure).
WE'RE LOOKING FOR SOMEONE WHO CAN LIVE UP TO OUR VALUES:
GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.
TRUST - Willingness to trust our co-workers and to take ownership.
CANDOR - Ability to receive and give constructive feedback.
CARE - Genuine care about other team members, our clients and the decisions we make in the company.
HUMILITY- Aptitude for learning from others, putting ego aside
YOUR ROLE WILL CONSIST OF:
Handling technical requests via web and on call support channels.
Investigating network/connectivity issues for customers
Investigating infrastructure issues using technical knowledge and dashboards in Datadog
Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
Submitting bug reports to the Engineering team for problems needing attention.
Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a Subject Matter Expert on key topics to the rest of the support team.
Contributing to internal and external knowledge bases.
Participating in internal projects to improve processes and tools.
REQUIREMENTS:
Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
Experience with web development, REST APIs, and database management.
At least 5 years of experience in technical customer support or direct engineering experience. Ideally working with SaaS enterprise software.
Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
Experience with SQL
Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
Excellent spoken and written English skills..
Ability to work in an on-call rotation.
NICE TO HAVE:
Basic familiarity with iOS & Android platforms.
Experience supporting open-source projects & their GitHub communities.
Experience with troubleshooting network or infrastructure issues
Experience with Datadog; Docker; Git; AWS/Azure/ GCP; Kubernetes
Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure).
WE'RE LOOKING FOR SOMEONE WHO CAN LIVE UP TO OUR VALUES:
GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.
TRUST - Willingness to trust our co-workers and to take ownership.
CANDOR - Ability to receive and give constructive feedback.
CARE - Genuine care about other team members, our clients and the decisions we make in the company.
HUMILITY- Aptitude for learning from others, putting ego aside
💡 Quick Summary
Seeking a career-building opportunity? The Tier 3 Support Engineer position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in London offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.